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VP Customer Service Center Director


This is a Full-time position in Pittsburgh, PA posted February 18, 2021.

nn Job Overview: The VP, Customer Service Center Director is responsible for the strategic direction and implementation of technology in the Customer Service Center.

The VP, Customer Service Center Director also manages the design of metrics and protocols to measure productivity and efficiency and works on the ongoing development of the Customer Service Supervisors and Representatives.nn nn Qualifications: nn Bachelor’s Degree required.

Will consider commensurate experience.

Minimum of 7 years’ experience managing HR issues (Development, Performance Management, Hiring, Terminations, Corrective Actions, etc.) is required.

Minimum of 7 years’ experience in a management capacity utilizing state of the art technology and best practices in a call center environment is required.

Minimum of 2 years’ experience with omni channel expansion and strategy incorporating technology such as chat, SMS, voice biometrics and other technologies is required.

Experience in banking contact centers and knowledge of bank processes and services is preferred.

Analytical ability to develop and evaluate performance metrics and statistics, including Math Aptitude.

Positive and outgoing.

nn Principle Activities and Duties: nn Work as liaison with IT groups in an effort to incorporate appropriate current technology.

Evaluate the delivery of customer service and sales in contact center environment and make best practices recommendations.

The manager’s responsibilities include hiring, team member development, terminations, human resource issues and ensuring that each representative is given an opportunity to perform at their highest level of competency by overseeing the measurement of goals and objectives.

Work with the supervisory team to develop their skills in meeting evaluation metrics Look for opportunities for growth, both with the supervisors and the representatives.

Ensure that the call center is achieving all set goals including but not limited to: Monitoring Percentage, Adherence, Average Handle Time, and all relevant Sales goals.

Lead Bi-Monthly Supervisor meetings to ensure the representatives have the tools they need to be successful.

Participate in all training conducted by the Customer Service Center Training Coordinator.

Oversee promotions within the department to support goals and objectives of the department.

Provide fair and consistent recognition and positive reinforcement for goal achievement.

Work harmoniously with the other department supervisors.

Evaluate and recommend staffing adjustments as necessitated by call volume or changes in the responsibilities within the department.

Continue to search for ways to improve efficiencies within the Customer Service Center.

This will allow for an increased focused on the sales efforts and results of the department.

Work closely with the Call Center Training Coordinator on the integration of Branch Retail Training into the Customer Service Center’s new employee development.

Continue to look for ways to improve the IVR system including reduction of redundant phone numbers.

Participate in and review all Action Plans (taped reviews) to ensure employees are meeting Monitoring expectations.